Assessing Effects of Librarians’ Emotional Intelligence on Quality Service at the MOI University and United States International University Libraries
Author(s): Dr. Ronald Bituka & Monicah Jemeli Chemulwo
Abstract – Service is the essence of librarianship regardless of the library in which librarians work. The purpose of this study was to assess the effects of librarians’ emotional intelligence on quality service at the Ultra-Modern and Information Centre, United States International University and Margaret Thatcher, Moi University libraries. The study applied correlation research design with a target population of fifty seven thousand three hundred and fifty three (57,353) respondents from the selected academic libraries. The sample size of the study was 92 calculated using Efron and Tibshirani resampling method. Questionnaires were used for data collection from different categories of users in academic libraries. Chi-square test for independence was used to test hypothesis to determine the relationship between emotional intelligence and quality service. The study key findings showed that librarians’ emotional intelligence affects their quality service. The study concluded that librarians should learn and apply emotional intelligence competencies in their service delivery. The study recommended that in order to improve the users’ perceptions of the librarians’ emotional intelligence on quality service, the top management should shift their focus to the users by moving from standardization to a more service-oriented librarianship because service is at the core of librarianship.
Keywords – Relationship, Quality Service, Emotional Intelligence, Librarian.
DOI URL: https://doi.org/10.26761/ijrls.7.4.2021.1437
Cite This Article As: Bituka, R. & Chemulwo, M.J. (2021). Assessing Effects of Librarians’ Emotional Intelligence on Quality Service at the MOI University and United States International University Libraries. International Journal of Research in Library Science (IJRLS), 7(4) 244-253. www.ijrls.in
Copyright © 2021 Author(s) retain the copyright of this article. This article is published under the terms of the Creative Commons Attribution License 4.0.
Paper ID: IJRLS-1437 Page: 244-253 Publication Date: 08 December 2021